IEEE - Institute of Electrical and Electronics Engineers, Inc. - The Research on Personal Internet Banking Service Quality and Customer Loyalty Based on Complaints Handling

2010 International Conference on Management and Service Science (MASS 2010)

Author(s): Xiangnan Lu ; Yufeng Yang ; Hongdan Qin
Publisher: IEEE - Institute of Electrical and Electronics Engineers, Inc.
Publication Date: 1 August 2010
Conference Location: Wuhan, China, China
Conference Date: 24 August 2010
Page(s): 1 - 4
ISBN (CD): 978-1-4244-5326-9
ISBN (Paper): 978-1-4244-5325-2
DOI: 10.1109/ICMSS.2010.5577199
Regular:

The research focuses on the relationship among the factors of service quality,customer satisfaction and customer loyalty. Considering the fact that the manner of handling complaints of... View More

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